---
title: "R365 Payments: Frequently Asked Questions (FAQ)"
slug: "r365-payments-frequently-asked-questions-faq"
description: "Answers to common R365 Payments questions: payment creation, processing times, statuses, and troubleshooting."
updated: 2026-06-15T20:37:42Z
published: 2026-06-15T20:44:18Z
canonical: "docs.restaurant365.com/r365-payments-frequently-asked-questions-faq"
stale: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.restaurant365.com/llms.txt
> Use this file to discover all available pages before exploring further.

# R365 Payments: Frequently Asked Questions (FAQ)

This article addresses some of the questions users ask about [R365 Payments](/doc/docs/r365-payments-service). To suggest a new FAQ, please submit a ticket to our [Support team](https://help.restaurant365.net/en/support/tickets/new).

---

#### How are payments created?

Payments are created using the [Payment Run Record](/doc/docs/payment-run-record). If a vendor is set up to use R365 Payments, then the payment method defaults to R365 Payments. For more information, see [Paying Vendors with R365 Payments](/doc/docs/paying-vendors-with-r365-payments).

#### What is the complete lifecycle of an R365 Payment and what do I need to know?

The [Flow of Funds](/doc/docs/r365-payments-flow-of-funds) article describes each step of the payment lifecycle and links to other relevant articles.

#### How long will it take for the payment to be processed?

For information about R365 Payments payment methods and the amount of time each method takes from the time the payment is submitted to the time it is received by the vendor, see [Payment Methods](/doc/docs/r365-payments-payment-methods).

Payments submitted before 5:00 PM Eastern Time (ET) are processed on the same business day. Any payments submitted after 5:00 PM Eastern Time (ET) are processed the next business day.

#### Where is the payment status shown?

The [R365 payment status](/doc/docs/r365-payment-statuses) can be viewed on the following pages and records:

- The R365 Payment Status column in [AP Transactions](/doc/docs/ap-transactions).
- The R365 payment status field on the [AP Payment Record](/doc/docs/ap-payment-record).

#### Where is the payment method shown?

The payment method can be viewed on the following pages and records:

- The R365 Payment Method column in [AP Transactions](/doc/docs/ap-transactions-table).
- The R365 payment method field on the [AP Payment Record](/doc/docs/ap-payment-record).

#### How do I add a check memo for vendors?

Check memos can be managed in two places:

1. On the Discount and Check Memo sidesheet in the [payment run](/doc/docs/payment-run-record#check-memo-discounts).
  1. Use this option edit the check memo for a single payment run in the sidesheet.

![](https://cdn.us.document360.io/5c9d1111-0c69-4e96-8910-d7f2750fdc9d/Images/Documentation/image-XT31V5W9.png)
2. On the [Vendor record](/doc/docs/vendor-record), in the **Default Check Memo**.
  1. Default check memos are auto populated in check memos.
  2. Use this option to set a default check memo that is added to all payments to the vendor.

![](https://cdn.us.document360.io/5c9d1111-0c69-4e96-8910-d7f2750fdc9d/Images/Documentation/image-WMNNJBJX.png)

#### How are check memos displayed?

Check memos are displayed in the description column of the check remittance sent to vendors.

![](https://cdn.us.document360.io/5c9d1111-0c69-4e96-8910-d7f2750fdc9d/Images/Documentation/image-OHOY4HR6.png)

#### How are new vendors, bank accounts, and legal entities added?

> [!TIP]
> Contact your AE to ensure all required steps are complete.

- Vendors - New vendors are added by completing the necessary fields on the Vendor record. To learn how to add a vendor, see [Add or Remove a Vendor](/doc/docs/r365-payments-add-or-remove-a-vendor).
- Bank Accounts - New bank accounts are added by completing the necessary fields on the Bank Account record. To learn how to add a bank account, see [Add or Remove a Bank Account](/doc/docs/r365-payments-add-or-remove-a-bank-account).
- Legal Entities - To enable a legal entity for use with R365 Payments, reach out to your Sales Representative. For more information, see [Add a Legal Entity](/doc/docs/r365-payments-add-a-legal-entity).

Before a user can add a new bank account or legal entity, the verification form must be completed. This form checks the validity of the business, legal entity, and the legal identity of the person completing the form. For more information about this process, see [Self-Service Onboarding and Verification](/doc/docs/self-service-onboarding-and-verification).

#### How are payments scheduled?

With R365 Payments, users can schedule a [payment run](/doc/docs/payment-run-overview) in advance to ensure that vendors are paid on time. Scheduled payments can also help streamline processes and optimize workflow because no manual work is needed on the day payment is due. To learn how to schedule a payment, see [Scheduling a Payment Run](/doc/docs/scheduling-a-payment-run).

#### How are payments reconciled in Bank Activity?

When a transaction appears in Bank Activity that matches the sum of all payments in the batch, R365 matches the bank activity to the transaction. Because all funds are pulled from the bank account as a single transaction, there are two bank rules designed specifically for use with R365 Payments transactions. These two rules match multiple payments in R365 to a single transaction in Bank Activity to properly reconcile all transactions:

- **Cash Out - Match Payment Run (Rule #14)** matches a single transaction from the bank activity to multiple payments in R365 based on the payment run. This rule is applied when:
  - The transaction type is Cash Out.
  - The amount of the bank transaction is equal to sum of all payments in the payment run.
  - The date on the bank transaction is equal to or greater than the Payment Date on the payment run.
- **Cash Out - Match Batch Code (Rule #15)** matches a single transaction from the bank activity to multiple payments in R365 based on the batch code. This rule is applied when:
  - The transaction type is Cash Out.
  - The amount of the bank transaction is equal to sum of all payments with the same batch code.
  - The date on the bank transaction is equal to or greater than the Payment Date on all payments with the same batch code.

Learn more about [matching an R365 Payment set to bank activity](/doc/docs/match-an-r365-payment-in-bank-activity).

For more information, see [Bank Activity](/doc/docs/bank-activity-overview), [Bank Reconciliation](/doc/docs/bank-reconciliation), and [Rule Vault](/doc/docs/rule-vault-overview-security).

#### How can a payment be voided or cancelled?

If a payment should be voided, please reach out to the [R365 Support team](https://help.restaurant365.net/en/support/home#contact) as soon as possible. While voiding payments is a common practice for rectifying errors or addressing specific financial scenarios, it is important to exercise caution, especially when dealing with transactions that have already been transmitted through R365 Payments.

Once a payment has been submitted to the R365 Payment Service, the ability to stop the payment depends on its current status.

The table below outlines where stop actions are available and the corresponding actions that can be taken:

| Status |  | Action |
| --- | --- | --- |
| Scheduled | Payment has been [scheduled](https://docs.restaurant365.com/doc/docs/scheduling-a-payment-run) and is awaiting the payment date to begin the payment process. | The payment can be [placed on hold](/doc/docs/hold-an-r365-payment). When an R365 Payment is held, its status reverts to ‘Not Sent’ until resubmitted for processing. |
| Processing | Payment is being processed by R365 Payments. | The payment can be [placed on hold](/doc/docs/hold-an-r365-payment). When an R365 Payment is held, its status reverts to ‘Not Sent’ until resubmitted for processing. |
| Funding | Payment has been debited from the organizations account. | Payment can be [refunded](/doc/docs/refund-r365-payment). When an R365 payment is refunded, the amount pulled will be returned to the organization and the payment will move to a ‘action needed’ status. > The vendor **will not receive remittance** or payment. |

#### How can I check if there are unsent payments?

The contact listed in the [R365 Payments tab in System Preferences](/doc/docs/system-preferences-payments) receives notification emails about payments in the Not Sent status, unless they opt out. Unsent payments can also be identified on the [AP Transactions page](/doc/docs/ap-transactions) by filtering the R365 Payment Status column to ‘Not Sent’. Once identified, payments can be r[esubmitted either individually or in bulk](/doc/docs/r365-payments-resending-failed-payments).

#### Why didn't my R365 Payment go through?

A payment might fail for one of the following reasons:

| Reason | Solution |
| --- | --- |
| The user closed the [Payments Created window](https://docs.restaurant365.com/docs/payment-run-record#payments-created-window) in the payment run before the payment fully processed, or the connection was interrupted, preventing the payment from completing successfully. | [Resubmit the payment](/doc/docs/r365-payments-resending-failed-payments) and wait to see the successful confirmation message. |
| The vendor is not correctly setup for R365 Payments, or there is an error in the address and/or email information. | Return to the [Vendor record](/doc/docs/vendor-record) and check that the information is entered correctly, and all required fields (noted with a red asterisk) are included. After making the necessary corrections, please [resubmit the payment](/doc/docs/r365-payments-resending-failed-payments). |

#### What happened to the Next R365 Payments Number?

In previous versions of R365 Payments, the [Bank Account record](/doc/docs/bank-account-record) and [Payment Run record](/doc/docs/payment-run-record) contained a field called 'Next R365 Payment Number' which tracked the next available check number from your organization's bank account that could be used for R365 Payments.

Because check numbers are now issued out of a separate R365 clearing account and numbers are automatically assigned, this field is no longer needed and has been removed.

With R365 now issuing checks from this clearing account on behalf of your organization, the system can automatically update the [status](/doc/docs/r365-payment-statuses) to Cleared once the check has been deposited by the vendor.

Payments in the following statuses will show 'R365’:

- Not Sent
- Submitted

Once processing begins, the check number will be automatically updated.

#### What happens if a payment is $0.00?

When a payment of zero dollars ($0.00) is submitted through R365 Payments, the status automatically updates to Cleared.

#### Why do some payments move to issued faster than others?

Payment timing depends on the payment method and, for checks, whether R365 needs to apply a funding hold.

For check payments:

- Standard timing
  - Checks generally take 7–10 banking days from the time they are submitted until the vendor receives funds.
- Faster timing (no‑hold checks)

In some cases, R365 can skip the funding hold for checks so they move faster and typically arrive in about 5–8 banking days.

This can apply when:
  - A vendor’s last R365 Payment method is check, or
  - A vendor is being paid by R365 Payments for the first time.

See [Payment Methods](/doc/docs/r365-payments-payment-methods) for standard processing timing for R365 Payments.

#### Why does the date on the check differ from the AP payment date?

The payment date represented to the vendor will reflect the date the payment was sent to the vendor by R365 payments, **not** the date entered by the user on the payment record.

#### Can R365 Payments be used to pay international or Canadian vendors?

No. R365 Payments supports ACH and vCard disbursements only for vendors with US-based bank accounts. International payment rails — including Canadian EFT, SWIFT wire transfers, and other cross-border transfer methods — are not supported.

If a vendor is located outside of the United States, the following workarounds are available:

- If the vendor accepts checks and has a US mailing address, a check payment can be issued through R365 Payments.
- If the vendor requires a bank transfer to a non-US account, the wire transfer must be initiated outside of R365 Payments directly through the organization's bank.

####